Solved: Unsure whether I have cancelled over live-chat

Anonymous · ‎02-01-2014

I spoke to a customer service agent over live chat today. I wanted to see what the options are for providing cancellation notice without having to call (I had to move overseas unexpectedly and would prefer not to have to make an expensive international call). My contract finishes 11 February and I just want to ensure it won't be renewed or that I will have to pay for any further service. The agent gave me a nine digit reference number and said to call in on the day I wanted to cancel (11 February). I think there may be something wrong with this advice. Does anyone have any ideas?

Anonymous · ‎02-01-2014

You are required to give 30 days notice or your contract would change to a 30 day rolling contract.

I would suggest you do this by call and in writing via recorded delivery.

Contact details for o2 are in the contact us link at the bottom of the page.

Do not use Live Chat to cancel.

Side Note : If your wanting to keep your mobile number then you can have it moved to a payg account. Just make a call or top up every 6 months to keep it live.

Anonymous · ‎02-01-2014

You are required to give 30 days notice or your contract would change to a 30 day rolling contract.

I would suggest you do this by call and in writing via recorded delivery.

Contact details for o2 are in the contact us link at the bottom of the page.

Do not use Live Chat to cancel.

Side Note : If your wanting to keep your mobile number then you can have it moved to a payg account. Just make a call or top up every 6 months to keep it live.

perksie · ‎02-01-2014

Just call on the 11th January and it will stop on the 11th February.

To support Disasters Emergency Committee: http://www.dec.org.uk/appeals text Nepal to 70000 to send £5

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Anonymous · ‎02-01-2014

Ok thanks for your help, that sounds more like what I expected. It seemed a little strange. I don't really get what the nine digit code was that he gave me. I guess I'll just have to call them.

Bambino · ‎02-01-2014

When is this misinformation being given out by Live Chat going to stop?

@BW1, call Customer services on 202 from your mobile, and, as bandofbrothers has suggested, also send a letter via recorded delivery. Do not cancel your direct debit until you receive confirmation that your account has been closed.

I DO NOT WORK FOR O2

perksie · ‎02-01-2014

@Anonymous wrote:

It seemed a little strange. I don't really get what the nine digit code was that he gave me.

Possibly a reference number for a note on your file.

To support Disasters Emergency Committee: http://www.dec.org.uk/appeals text Nepal to 70000 to send £5

Sky Unlimited Broadband - Windows 10 - Nexus 4 Android 5.1.1

adamtemp64 · ‎02-01-2014

As you are pay monthly and from reading the post already over seas just use your o2 mobile to call customer services on the free from abroad number for pay monthly +44 844 809 0200 and confirm that the cancellation has been accepted.

And a 9 digit code could well be a pac code.

Not all the misinformation comes from live chat

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Toby · ‎03-01-2014

Hi guys,

Adam's advice is correct, as BW1 is abroad already.

Please use the number Adam has provided and let us know how you get on BW1!

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